Customer Service Team Lead

Not a remote position. Not willing to relocate applicants. Not looking for subcontractors.
Our Company
Maine Lobster Now is an eCommerce seafood company based in Saco, Maine. We specialize in delivering fresh, high-quality seafood products to customers all over the United States by offering overnight delivery.
Job Duties

• Monitor sales and support tickets for prompt responses and resolution times.
• Oversees the team of customer service representatives and ensures they comply with company policy
• Record refund and chargeback activity for reporting to CEO
• Detects fraudulent orders and contact customers as appropriate
• Manage corporate orders and large client orders.
• Responds to company reviews on Yotpo and other similar review sites

Required Skills/Abilities

• Excellent leadership skills
• Excellent verbal and written communication skills
• Extensive knowledge of customer service procedures and principles
• Ability to train and onboard new (typically remote) customer service agents.
• Proficient in Microsoft Office Suite or related software
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Organized with attention to detail

Education And Experience

• High school diploma or equivalent required
• Previous experience in a leadership role preferred
• 2+ years experience in a customer service role required

Physical Demands

• Able to use a keyboard, headset, and computer monitor for the duration of the shift
• Must be able to lift up to 15 pounds at times
• Able to sit and/or stand for the duration of the shift

Included Employee Benefits

• Paid Vision Plans.
• Paid Healthcare Plans with options for % contribution for family members.
• Paid Dental Plans.
• Short Term Disability
• Life.
• Long Term Disability.